Customer Satisfaction Program 24B47 - Supplement #1 - Update Sync Software (24B47)

SUBJECT

CUSTOMER SATISFACTION PROGRAM 24B47  - Supplement #1 

Certain 2018 - 2024 Model Year Various Vehicles

Update SYNC Software

REASON FOR THIS SUPPLEMENT

• Service Action  - Updated language to include the Technical Support Request 
• Additional Repair (Labor Time and/or Parts)  - Updated language to include the Technical Support Request 
• Labor Allowances  - Updated language to include the Technical Support Request 

REASON FOR THIS PROGRAM

In all the affected vehicles, due to an error in the SYNC software, you may experience SYNC system instability concerns and/or a failure to preserve certain settings across ignition cycles. This may result in a black infotainment screen that does not affect rear view camera, incorrect language setting, erased or unsaved radio presets, and potential inability to perform software updates.

SERVICE ACTION

Dealers are to update the SYNC software. This service must be performed on all affected vehicles at no charge to the vehicle owner.

To assist vehicle owners to have this repair completed when parts are available, dealers should:

• Arrange for a mobile repair at the owner's location, or:
• Arrange to pick up the owner's vehicle and drive it to the dealership for repairs.
  • Re-deliver the owner's vehicle after repairs have been completed.
• Pick-Up & Delivery, and mobile service should be made available for all customers. Refer to the Rental and Claiming sections for further details.

If APIM module reprogramming fails and assistance is required, submit a Technical Support Request (TSR). 

OWNER NOTIFICATION MAILING SCHEDULE

Owner letters were mailed the week of August 5, 2024. Dealers should repair any affected vehicles that arrive at their dealerships, whether or not the customer has received a letter.

ATTACHMENTS

• Administrative Information
• Labor Allowances and Parts Ordering Information
• Technical Instructions
• Mobile Service Repair Assessment
• Mobile Repair/Vehicle Pick-Up & Delivery Record
• Owner Notification Letters

QUESTIONS & ASSISTANCE

For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. The SSSC Web Contact Site can be accessed through the Professional Technician System (PTS) website using the SSSC link listed at the bottom of the OASIS VIN report screen or listed under the SSSC tab.

Customer Service Division

MOBILE SERVICE REPAIR ASSESSMENT LEVEL

• All repairs in this program have the following assessment level:
  • Mobile Reprogramming
  • MOBILE REPAIR RECOMMENDATIONS 
• Confirm with the customer a mobile repair is feasible.
• Check OASIS before going to the customer's home or business to confirm if any other outstanding FSA needs to be completed.
• Transportation - due to the simplicity of this repair, a specialty vehicle is not required.

MOBILE REPAIR ADDITIONAL INFORMATION

Please ensure the technician brings the following to the mobile repair destination:

• Printed Technical Instructions.
• Printed Repair/Work Order or any other necessary documentation as customer copy(s)
  • Documents could also be emailed to the customer.
• Shirt/uniform and vehicle graphic with the dealership or Ford logos are recommended.
• Recommended specialty tools: Laptop with Ford Diagnosis and Repair System (FDRS)

MOBILE REPAIR QUESTIONS AND ASSISTANCE

• For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with Dealership warranty administrator to create a SSSC contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621.

OASIS ACTIVATION

OASIS has been activated since July 22, 2024.

FSA VIN LISTS ACTIVATION

FSA VIN Lists has been available through https://web.fsavinlists.dealerconnection.com  since July 22, 2024. Owner names and addresses have been available since August 19, 2024.

SOLD VEHICLES

• Owners of affected vehicles will be directed to dealers for repairs.
• Immediately contact any of your affected customers whose vehicles are not on your VIN list but are identified in OASIS. Give the customer a copy of the Owner Notification Letter (when available) and schedule a service date.
• Correct other affected vehicles identified in OASIS which are brought to your dealership.
• Dealers are to prioritize repairs of customer vehicles over repairs of new and used vehicle inventory.

STOCK VEHICLES

• Correct all affected units in your new vehicle inventory before delivery.
• Use OASIS to identify any affected vehicles in your used vehicle inventory.

BRANDED/SALVAGED TITLE VEHICLES

Affected branded/salvaged title vehicles are eligible for this service action.

OWNER REFUNDS

• Ford Motor Company is offering a refund for owner-paid repairs covered by this program if the repair was performed before the date of the Owner Notification Letter. This refund offer expires August 31, 2025.
• Dealers are also pre-approved to refund owner-paid emergency repairs that were performed away from an authorized servicing dealer after the date of the Owner Notification Letter. Non-covered repairs, or those judged by Ford to be excessive, will not be reimbursed.
• Refunds will only be provided for the cost associated with updating the SYNC software.

RENTAL VEHICLES

Rental vehicles are not approved for this program.

MOBILE REPAIR CLAIMING QUESTIONS

Dealers participating in the Remote Experience Program:

• Ford Dealers -refer to EFC14125, 2024 Remote Experience Program.
• Lincoln Retailers -refer to EFC14164, 2024 Remote Experience Program.

Dealers NOT  participating in the 2024 Remote Experience Program:

• For questions and assistance, contact the Special Service Support Center (SSSC) via the SSSC Web Contact Site. Work with the Dealership warranty administrator to create an SSSC contact ID#.
• Once an SSSC agent responds to the new contact ID#, you may opt to call the SSSC hotline: (800) 325-5621.

PICK-UP & DELIVERY-PARTICIPATING DEALERS

Dealers participating in the Remote Experience Program:

• Ford Dealers -Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery Offset section for additional details.

PICK-UP & DELIVERY-NON-PARTICIPATING DEALERS

Ford Dealers not participating in the 2024 Remote Experience Program for Pick-Up & Delivery are authorized to claim unique services for completing this program.

• Dealers are authorized to claim one-half labor hour per repair for vehicle Pick-Up & Delivery services. Refer to Labor Allowances for details.
• Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.

LINCOLN PICK-UP & DELIVERY

Owners of Lincoln vehicles within a 4 year/50,000-mile warranty have the option of requesting Pick-Up & Delivery service with a Lincoln loaner (up to 2 days), from their dealership. For details, reference EFC14054, 2024 Lincoln Pick-Up & Delivery Updates.

• For Lincoln vehicles outside of 4 years/50,000-mile warranty, see labor claiming table below.

ADDITIONAL REPAIR (LABOR TIME AND/OR PARTS)

Additional repairs identified as necessary to complete the FSA should be managed as follows:

• For related damage and access time requirements, refer to the Warranty and Policy Manual/Section 6 - Ford & Lincoln Program Policies/General Information & Special Circumstances for FSAs/Related Damage.
• For vehicles within new vehicle bumper-to-bumper warranty coverage, Technical Support Request (TSR)  approval is required when replacing the Accessory Protocol Interface Module (APIM), although related damage must be on a separate repair line with the "Related Damage" radio button checked. Follow the normal process for other related damage claims. 
  • Ford vehicles - 3 years or 36,000 miles
  • Lincoln vehicles - 4 years or 50,000 miles
• For vehicles outside new vehicle bumper-to-bumper warranty coverage, submit a TSR before replacing the APIM and request a Repair Validation Code (RVC). 

  Once you have an RVC: 

  • For this program it is NOT necessary to contact the SSSC for additional approvals, including additional labor hours, module replacement and related damage. 

CLAIMS PREPARATION AND SUBMISSION

• Technician Competency Requirement:  The STST Competency 10 certification requirement in the U.S. market only will be enforced starting with repair orders opened on or after April 1, 2024. FSA repairs will reject if the repairing technician is not certified in STST Competency 10 FSA. See EFC14251 for more details.
• Claim Entry  : Enter claims using Dealer Management System (DMS) or One Warranty Solution (OWS) online.
  • When entering claims:
    • Claim type 31: Field Service Action
    • Sub Code: 24B47
    • Customer Concern Code (CCC): A86
    • Condition Code (CC): 04
    • Causal Part Number: 14G371, Quantity 0
  • For additional claims preparation and submission information, refer to the Recall and Customer Satisfaction Program (CSP) Repairs in the OWS User Guide.
• Related Damage/Additional labor and/or parts  : Must be claimed as Related Damage on a separate repair line from the FSA with the same claim type and subcode as described in Claim Entry above.
  IMPORTANT: Click the Related Damage Indicator radio button.
• Refunds:  Submit refunds on a separate repair line.
  • Program Code: 24B47
  • Misc. Expense: ADMIN
  • Misc. Expense: REFUND
  • Misc. Expense: 0.2 Hrs.
  • Multiple refunds should be submitted on one repair line and the invoice details for each repair should be detailed in the comments section of the claim.
• Lincoln Pick-Up & Delivery:  Claims for Lincoln Pick-Up & Delivery with a Lincoln loaner (up to 2 days) should be submitted on a separate line from the FSA. Refer to EFC14054, 2024 Lincoln Pick-Up & Delivery Updates for details.
  • For Lincoln vehicles outside of 4 years/50,000-mile warranty, see labor claiming table below.
• Pick-Up & Delivery: 
  • Dealers participating in the Remote Experience Program -
    • Refer to EFC14125, 2024 Remote Experience Program, Pick-Up & Delivery (PDL) Offset section for additional details.
  • Dealers NOT participating in the Remote Experience Program -
    • Dealers may claim one-half labor hour per repair for vehicle Pick-Up & Delivery services.
    • Dealers must retain a Vehicle Pick-Up & Delivery Record with the repair order documentation.
• Mobile Repair: 
  • Dealers participating in the Remote Experience Program -
    • Ford Dealers - refer to EFC14125, 2024 Remote Experience Program.
    • Lincoln Retailers - refer to EFC14164, 2024 Remote Experience Program.
  • Dealers NOT participating in the Remote Experience Program -
    • Mobile repair allowances can be claimed for dealer-performed mobile repairs. Dealers that are working with Ford-contracted mobile repair companies should refer to those companies for claiming instructions.
    • For dealer-performed mobile repairs, retain a copy of the Service Management signed record (see Repair Procedure Improvement & Revised Labor Time), with the repair order documentation.
    • Claim the mobile repair allowance Labor Operation Code 24B47MM along with the applicable Labor Operation Code for the repair (refer to the Labor Allowances table in Labor Allowances and Parts Ordering Information).

LABOR ALLOWANCES

APIM - Technical Support Request (TSR) - Dealer Software Support Hotline (DSSH) 

If you experience APIM software programming errors or multiple programming failures, or if APIM module replacement is necessary and you require assistance, submit a Technical Support Request (TSR) and request the following: 

• APIM programming assistance or APIM replacement from DSSH 
• Repair Validation Code (RVC) 

Once you are provided with an RVC: 

• For this program it is NOT necessary to contact the SSSC for additional approvals, including additional labor hours, module replacement and related damage 

PARTS REQUIREMENTS/ORDERING INFORMATION

Parts are not required to complete this repair.

SERVICE PROCEDURE

1. Verify that the SYNC 3 universal thumb drive is titled SG3v202405 or later. Later software levels will have a higher numerical value. Is the SYNC 3 universal drive title SG3v2020405 or later?

   Yes - Proceed to Step 2.

   No - Download the latest version of the SYNC 3 Universal USB Updater Application under the Service Tips section of PTS using at least a 64GB 3.2 GEN 2 flash drive or higher. The USB drive must be formatted to exFAT. Review the instructions and use Scan for Updates and update USB. Proceed to Step 2.

   Module Programming 

   NOTE: If the diagnostic software does not load or if the vehicle cannot be identified properly, make sure there is a good internet connection and the Vehicle Communication Module II (VCM II) is properly connected to the Data Link Connector (DLC).
   NOTE: Make sure the Ford Diagnostic and Repair System (FDRS) does not enter sleep mode during module configuration.
2. Turn the key on, engine on.
3. Launch Ford Diagnostic and Repair System (FDRS).
   NOTE: Vehicle information is automatically retrieved by the diagnostic software and a Network Test is run. Vehicle identification data appears on the screen when this is complete.
4. Click Read VIN from Vehicle  or manually enter the Vehicle Identification Number (VIN).
   NOTE: Available modules are shown on the left hand (LH) side of the screen, and available procedures are listed on the right hand (RH) side of the screen. Modules that are communicating are highlighted in green.
5. Select Toolbox  tab.
6. From the list on the LH side of the screen, select the APIM - Accessory Protocol Interface Module  .

   CUSTOMER SATISFACTION PROGRAM 24B47  -S1 

7. From the list on the RH side of the screen, select APIM - Reset the Accessory Protocol Interface Module [APIM]  . See Figure 1.
8. Click RUN  . Follow all on-screen instructions carefully.
9. When prompted to select the desired function, click Clear User Data  . See Figure 2.
   NOTE: This will not remove any of the customer's devices that are already paired to the vehicle.

   CUSTOMER SATISFACTION PROGRAM 24B47  -S1 

   NOTE: It is recommended to watch the video for more detailed information on this programming procedure.
10. Watch the SYNC screen carefully. When the SYNC screen goes blank, insert the USB drive immediately, do not wait. Continue to follow on-screen instructions.
    NOTE: The USB update could take up to 25 minutes. However, no tech interaction is needed.
11. FDRS will confirm that the procedure is complete. Click OK  . See Figure 3.
12. Once prompted click Exit  . See Figure 4.

    CUSTOMER SATISFACTION PROGRAM 24B47  -S1 

13. SYNC 3 USB update will display on SYNC screen, confirming the update is complete. See Figure 5.
14. SYNC will restart, do NOT remove the USB at this time.
15. Key off, engine off. Wait for the USB lighted hubs to turn off.
16. USB can be removed at this time.
17. In FDRS, from the list on the RH side of the screen, select Self-Test  and click RUN  .
18. Click the Run Selected Tests  button in the lower right.
19. Click the Clear & Retest  button at the top of the screen to clear Diagnostic Trouble Codes (DTC's) in all modules.
    NOTE: If the software update does not complete, attempt the update again, one time, starting with Step  1. If the concern persists raise a Technical Support Request for assistance. Do NOT replace the APIM prior to contacting Technical Support.

TECHNICAL INSTRUCTIONS 

CUSTOMER SATISFACTION PROGRAM 24B47  -S1 

SERVICE PROCEDURE

MOBILE REPAIR/VEHICLE PICK-UP AND DELIVERY RECORD

MOBILE REPAIR/VEHICLE PICK-UP AND DELIVERY RECORD